Hospitality Supervisor

POSITION PROFILE Accountable for daily operations of a small to medium site and manages a small team. Manages contracted services including, but not limited to: Copy services, Courier Services, Managed Print services, Hospitality, Imaging and Mail services. Responsible for assessing talent, staff career development, and conducts performance management activities & employee counseling with support from assigned leadership.

Job Duties and Responsibilities

• Responsible for managing the daily operations of a small-medium size site while managing a small team of direct reports.
• Prioritizes multiple and competing priorities. Communicates team vision and priorities while creating a helpful and positive work culture to maximize retention.
• Demonstrates working knowledge of Ricoh products and offerings by efficiently using existing products/processes or providing alternatives to opportunities and situations.
• Manages total production labor percentages by achieving the percentage of production worker labor and quality control labor established by the company.
• Improves quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools.
• Ensuring achievement of Service Level Agreements, the Site Manager is responsible for working with the customer to improve business processes, with the support of AOM/ESM or NOM.
• Creates and maintains a customer-focused environment with regular end-user feedback and customer satisfaction surveys, focusing on business retention, and customer service.
• Ensures the quality of operations for the shift by assisting in the achievement of goals in Audit and Deadline standards and compliance, utilizing tools and best practices.
• Ensures that the location is properly staffed by matching employee skills and equipment with production demands.
• Motivates employees and recognizes their accomplishments in a timely manner leveraging the Ricoh Recognizes programs.
• Clearly communicates job expectations/consequences of direct reports by training, cross-training, coaching, counseling, directing, and evaluating the work of subordinates to increase their work output and work quality.
• Identifies training and performance planning targets through the development of assigned staff through Individual Development Plan Management.
• Responsible for evaluating team member performance and providing career development and training opportunities.
• Maintains formal contact with the customer on a daily basis.
• Must possess an in-depth understanding of the client's requirements, with the support of AOM/ESM or NOM.
• Identifies gaps/scope creep in service delivery and adjusts process documentation to work within the client or Ricoh framework while ensuring financial responsibilities are met.
• Facilitates the resolution of issues concerning pricing, orders-in, and invoicing by interacting and communicating with the sales department.
• Responsible for creating/supporting site-required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-add reporting, with the support of AOM/ESM or NOM.
• Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications) Typically Requires:

• High school or GED is required.
• 3-5 years of work experience in a related field (B2B and/or technical).
• Previous 2 years of managerial work experience strongly preferred.
• Previous 3-5 years Customer facing work experience required.
• Demonstrated high level of knowledge and understanding of technology.
• Off 360 proficient user.

KNOWLEDGE, Skills, And Abilities

• Strategic thought processor of issues.
• Ability to present to a medium-sized group.
• Complex Problem-Solving Skills.
• Professional Customer Service skills.
• Professional Technical aptitude.
• Professional Written and Verbal Communication skills.